March 2023

Communicate

Built-in Genesys Cloud WebRTC diagnostics application improvements

Contact Center

External contacts Profile tab updates
Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
Archive and unarchive learning modules

Integrations

Automatic regionalization of endpoints for existing Google Cloud TTS and STT integrations
Custom voices support for the Google Cloud Text-to-Speech integration

Deprecations and announcements

Static data actions for web service data actions integration removal

Communicate

Transcription for Communicate voicemails
Active speaker indicators

Contact Center

Additional voice transcription accuracy improvements for Spanish
Approve time-off requests based on agent hire date
Evaluation source in evaluation cards
Enhanced pagination control in analytics workspace views
Queue Performance Summary chart view
Metric values in views with duration statistics
Transcription for Communicate voicemails
Restricted access to details about predictive routing agents
Delete a knowledge base

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

Contact Center

Topic spotting improvement
Extend after call work (ACW) timeout settings to digital channels
Agent requested after call work (ACW) option
After call work (ACW) analytics for callbacks improvement
Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
Genesys natural language understanding (NLU) improvements

Integrations

Genesys AppFoundry improvements

Deprecations and announcements

Static data actions for web service data actions integration
Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

Collaborate

Set time to return to previous status after users disconnect and reconnect

Communicate

US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

Introducing Genesys Cloud Background Assistant for screen recording with the web app
Introducing regional storage for call recordings
SSML support in Genesys Dialog Engine Bot Flows
New Search endpoint
New variables and improvements for scripts
Improved do not contact (DNC) list functionality to support custom values
Communicate call classification update

Contact center

Introducing homescreen configuration for Messenger
Knowledge articles in Messenger
Agent Log-in Log-out report
Status duration data for agents
Analytics workspace improvements
Delayed reaction triggers for process automation

Platform

Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

Mandatory US and Canada SMS/MMS registration
Deprecation of select filters in Analytics API in Predictive Engagement postponement
End of Analytics Conversation Detail Endpoint API query interval change allowlist
CIDR IP address range for cloud media services expansion

Contact

Solution

Company

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.